2023年全球银行客户调查报告.docx

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1、accentureGlobalBankingConsumerStudyReignitehumanconnectionstodiscoverhiddenvalueIntroductionPowerfulforcescreateanurgentneedtoactItishardtoimagineatimebeforetelevision.Althoughmanynowconsumecontentthroughsmartphonesandtablets,theTVsethasfordecadesbeentheprimarydevicethroughwhichmanyobtainednewsandwa

2、tchedtheirfavoriteprograms.But it wasn,t always this way.ln 1950, just 9%of US households had a TV set.Five years later,a staggering 65%did.And five years after that,adoption reached 87%.Uptakerocketedbecauseaseriesofimportantdevelopmentsoccurredatthesametime:advancesintransmissionandvisualdisplayte

3、chnology;thecreationoftechnicalstandardsthatmeantdifferentnetworkscouldbeviewedonasingledevice;andarapidlyincreasingappetitefornewsandentertainmentpresentedvisuallyThiscreatedanimmenseopportunityfornetworks,devicemanufacturersandadvertisers.Byseizingthemomentandactingdecisively,manycreatedlarge,succ

4、essfulbusinesses.Today,bankingexecutivescanlearnalotfromthisperiod.Asintheearlydaysoftelevision,avarietyoffactorsarecombiningtocreatetheneedforanew,outside-inviewoftheindustry.Opportunitiesaboundforbanksthatcanexploretheartofthepossibleandreinventtheirenterprisetoincreasetheirrelevancetocustomersand

5、setanewperformancefrontierforallaspectsoftheorganization.Emergingtechnologiesaremakingitpossibleforbankstostrengthentheirdigitalcorebyleveragingthepowerofcloud,dataandAlthroughaninteroperablesetofsystemsacrosstheenterprise.Astrongdigitalcoreallowscompaniestodevelopnewcapabilitiesatspeed,trynewthings

6、,andfailfastwhenneeded.Technology1onceviewedasthedisruptor,isnowanenabler,helpingbankstoenhanceemployeeproductivity,transformcoststructures,engagewithcustomersinnovelways,anddevelopcompletelynewpropositions.Thistechnologicalrevolutionisjustthefirstoffourmajordevelopmentsthatareshapingbankingtodayand

7、creatinganimperativeforbankstoreinventtheirbusinessandoperatingmodels.4ShiftingcustomerpreferencesAdvancedtechnologyisnowavailabletoall2RapidlyrisinginterestratesrevealfrailtiesThechangingfaceofcompetitionAdvancedtechnologyisnowavailabletoallBanksinvested$124billiongloballyinnewITin2021,a24%increase

8、comparedto20191.Thelatestbreakthroughscreatefreshopportunities.JustthinkofthemetaverseandgenerativeAl,thetechnologybehindChatGPTandsimilarchatbots.Thesecutting-edgetechnologiesholdenormouspotentialforbanking,particularlyinrevolutionizingthecustomerexperience.GenerativeAl,forexample,couldenhancedigit

9、alinteractionsbymakingimpersonalcustomercareconversationsmuchmorehuman-likeandeffective.Critically,theaccessibilityandaffordabilityoftechnologiessuchasAlandmachinelearning(ML)havebeenimprovedbytheavailabilityofAPIs,whichallowbusinessesofallsizestoutilizepre-trainedmodels.GlobalBankingConsumerStudyRa

10、pidlyrisinginterestratesrevealfrailtiesItisacommonperception:asnightfollowsday,bankingprofitsincreaseasinterestratesrise.So,aftera450bpssurgeinUSFederalReserveratesanda350bpshikeinEuropeanCentralBankratessinceFebruary2022,manythoughtbankswereinluck.Butarethey?Mostbanksthathadreleasedtheir2022results

11、atthetimeofwritingthisreportshowedadouble-digitincreaseinnetinterestincome(NII).Yetasrecenteventsshowed,arapidriseinratescanexposefundamentalweaknessesamongsomebanks.Indeed,higherinterestratescanhavenegativeimplications,whicharealreadymaterializinginsomemarkets.Forexample,theycansloweconomicgrowth,l

12、owerdemandfornewcredit,causesomebankstoincreaseprovisioningforloanIossesjeducethevalueoftheirsecuritiesportfolio,andresultindepositoutflowsthatputthebanksliquidityatrisk.Inaddition,fundingcostsmightincreaseasbankstrytoavoiddepositoutflowsorwhencentralbanksstarttocutinterestratesandbanksneedfundingto

13、issuenewloans.Historyandrecentdevelopmentshaveshownthattheconsequencesofanyofthesefactorscouldaffectbanksveryquickly.Thosethatlookonlyatthepositiveeffectsofinterestrateincreasesmayfailtorespondswiftlywhencircumstancesshift.OOThechangingfaceofcompetitionAmajorfactorisatplaythatwasnotpresentduringprev

14、iousperiodsofrisinginterestrates:stiffcompetitionfromdigital-onlybanksandbusinessesthattraditionallyoperatedoutsideoffinancialservices.ExamplesincludeAppleandSingapore-basedsuper-appproviderGrab,whichhavemadesignificantstridesintobankinginrecentyears.Accentureresearchindicatesthattheshareofrevenueof

15、traditionalbankingproductssuchasautoIendingtConsumerfinanceandmortgagesthataresoldthroughnon-bankingchannelswillincreasebythreetofivepercentagepointsby20252.Thisisasignificantdeparturefromthepast10-15years,whenbanksprimarilycompetedwithotherbanksthroughlong-establishedchannelsAsaresult,non-tradition

16、alfinancialservicesbusinesseswillincreasetheirshareoforiginationandrecurringfeesaswellasinterestincomeastheychipawayatbanksrevenueandputpressureontheirmargins.Somenewmarketentrantsmightevenlaunchtheirownfinancialservicesproducts,completelycircumventingtraditionalbanks.Whetherbankspartnerordirectlycompetewithnewentr